Frequently Asked Questions

Our 30 night in-home trial is only available on Serta Perfect Sleeper & Sertapedic collections and is simple & hassle-free to redeem. At the Serta FactoryOutletStore our priority is to ensure that our customers are completely satisfied with our level of service, sleeping comfortable & have had an excellent experience. In the unfortunate event that you determine within 30 nights from the date your new mattress was delivered to your home that you are not completely satisfied with your mattress, we first would like to apologize for this inconvenience. We will do everything in our power to satisfy your unique needs. You as our customer have 2 simple & easy options:

30 Night In-Home Trial - Redemption Option 1) Call and speak to our customer care department at (800) 737-4934 and will be able to request a complete refund on your order less a $150 pick up & disposal fee. Our customer care team will coordinate & schedule with the local delivery agent, a new delivery date, within a time frame that is as convenient as possible for you. We will come to your home and pick up the mattress for you and take it away completely. There is a pick up & disposal fee for this in the total amount of $150. You will be refunded in full less this $150 fee, on the original form of payment from your original order.

30 Night In-Home Trial - Redemption Option 2) Call and speak to our customer care department at (800) 737-4934 and will be able to request an exchange for a new mattress. All you would pay, when applicable, is the difference in price from your original order and your new order, when the price of your new mattress is higher. Please note that the new order for the new mattress must be greater than or equal to in price as your original order, as we are not able to refund the difference on a lesser priced mattress. We will schedule a new delivery date for you, at a convenient date & time where we will come in to your home, remove your old mattress and deliver and set up your new mattress. We will dispose of any packing materials, including your old mattress.

Please call the Serta FactoryOutletStore at (800) 737-4934 no later than 30 days from your original delivery date. Your body will need time to adjust to your new mattress, please allow at least 7 nights of sleeping on your new mattress, to allow your body time to get used to it. Most people have slept on their old mattress an average of 8 years. Your body may be used to the way your old and perhaps non-supportive mattress felt. Allowing a minimum of 7 nights on your new mattress, will give you time to adjust to your new mattress. Please note that all exchanges must be for mattresses or mattress sets of equal or greater value & the 30 Day In-Home Trial applies to mattress sets and mattresses only. The Serta FactoryOutletStore will not refund opened sheets, pillows or mattress protectors.

Our 120 night in-home trial is only available on iComfort Foam & iComfort Hybrids and is simple & hassle-free to redeem. At the Serta FactoryOutletStore our priority is to ensure that our customers are completely satisfied with our level of service, sleeping comfortable & have had an excellent experience. In the unfortunate event that you determine within 120 nights from the date your new mattress was delivered to your home that you are not completely satisfied with your mattress, we first would like to apologize for this inconvenience. We will do everything in our power to satisfy your unique needs. You as our customer have 2 simple & easy options:

120 Night In-Home Trial - Redemption Option 1) Call and speak to our customer care department at (800) 737-4934 and will be able to request a complete refund on your order less a $150 pick up & disposal fee. Our customer care team will coordinate & schedule with the local delivery agent, a new delivery date, within a time frame that is as convenient as possible for you. We will come to your home and pick up the mattress for you and take it away completely. There is a pick up & disposal fee for this in the total amount of $150. You will be refunded in full less this $150 fee, on the original form of payment from your original order.

120 Night In-Home Trial - Redemption Option 2) Call and speak to our customer care department at (800) 737-4934 and will be able to request an exchange for a new mattress. All you would pay, when applicable, is the difference in price from your original order and your new order, when the price of your new mattress is higher. Please note that the new order for the new mattress must be greater than or equal to in price as your original order, as we are not able to refund the difference on a lesser priced mattress. We will schedule a new delivery date for you, at a convenient date & time where we will come in to your home, remove your old mattress and deliver and set up your new mattress. We will dispose of any packing materials, including your old mattress.

Please call the Serta FactoryOutletStore at (800) 737-4934 no later than 120 days from your original delivery date. Your body will need time to adjust to your new mattress, please take full advantage of the 120 night in-home trial and allow at least 45 nights of sleeping on your new mattress, to allow your body time to get used to it. Most people have slept on their old mattress an average of 8 years. Your body may be used to the way your old and perhaps non-supportive mattress felt. Allowing a minimum of 45 nights on your new mattress, will give you time to adjust to your new mattress. Please note that all exchanges must be for mattresses or mattress sets of equal or greater value & the 120 Day In-Home Trial applies to Serta iComfort mattress sets and mattresses only. The Serta FactoryOutletStore will not refund opened sheets, pillows or mattress protectors.

A. Returns are simple & hassle-free. If you've (i) received your new mattress delivery (ii) not completely satisfied with the level of comfort (iii) do not wish to exchange for a new mattress and (iv) the mattress is within either the 30 or 120 night in-home trial period, dependent on the mattress you've purchased, then you can call us at (800) 737-4934 speak to our friendly customer care team and we will schedule a pick-up of your mattress. Once picked up and returned to the factory, we will then issue you a full refund, less the $150 pick up & disposal fee.

B. If you believe that your mattress is defective, this isn't a return policy issue, it is a warranty issue. Please call our customer care team at (800) 737-4934; we will work with you while coordinating with the factory & delivery agent on the next steps needed to issue a replacement for your mattress.

C. If your mattress arrives damaged, scuffed or dirty this isn't a return policy issue. It is a delivery issue. Immediately note on the shipping documents the visible damage associated with the mattress & we ask you to NOT accept delivery from the delivery agent at time of delivery. Please call our customer care team at (800) 737-4934 and we will order a replacement for you & reschedule your in-home delivery.

D. In the event, your order is passed the 30 or 120 night in-home trial period, dependent on the mattress you've purchased, we can still issue you a refund OR exchange, however since the time period has exceeded the in-home trial period permitted we will refund you the order amount less (i) $150 pick up & delivery fee (ii) 35% service fee + the difference in price of a new mattress, if you've chosen to exchange it. We recommend utilizing your in-home trial period to your advantage.

E. Canceling your mattress order after 24 hours & before you received your mattress delivery will result in a $175 cancellation fee.

F. There is no cancellation fee if you cancel your mattress order within 24 hours.

G. Bedding accessories (Sheets, pillows, toppers, comforters, protectors...) that are unopened, sealed in original packaging & not used can be returned for a full refund OR credit, less the actual cost of shipping.

H. Please note that bedding accessories that are opened & used cannot be returned for sanitary, health & safety reasons.

1. After your order is placed you will receive a confirmation email with your order details.

2. In 1-3 days we will send you an additional confirmation email with a tracking link to track the status of your mattress delivery.

3. When your mattress reaches the local delivery agent closest to your home, the delivery agent will call & schedule a convenient delivery date & time to deliver your mattress.

4. Unless otherwise noted, we include as free courtesy, free in-home delivery, set up & removal of your old mattress

At the Serta FactoryOutletStore.com, there's no charge for delivery. We provide delivery at no additional cost, as part of our service to you. Your new mattress will be brought into your home, unpacked and set up in the room of your choice. We will also remove your old mattress at no additional charge to you & remove any packing materials*. (Up to 2 flights* of stairs. Any additional arrangements maybe subject to an additional charge by the delivery agent.)

We deliver anywhere in the continental 48 states that is road accessible. If you live in Hawaii, Alaska or a location only accessible by ferry, please contact us for shipping options by calling (800) 737-4934.

These items will ship immediately once your order is placed from our fulfillment center. You will receive an email confirmation with a UPS tracking # to track the status of your accessories. Your accessories may be delivered to your home before your mattress arrives.

Q:Does the Serta FactoryOutletStore offer a money back guarantee?A: No, at the Serta FactoryOutletStore we do our best to ensure our customers are satisfied. This is why we offer 30 & 120 night in-home trials. We make buying a mattress online simple, easy & hassle-free. If your mattress purchase falls within either the 30 or 120 night in-home trial periods (Dependent on the model you've purchased initially) we will either, at your request, offer a full refund less a $150 pick up & disposal fee, OR exchange your mattress for another mattress of your choice at a price greater than or equal to your original mattress order. In the event the new mattress you select has a greater price than the mattress you ordered initially, you will need to pay the difference.

Q:What if the mattress feels too firm or too soft?A: At the Serta FactoryOutletStore we do our best to ensure our customers are satisfied. We make buying a mattress online simple, easy & hassle-free, this is why we offer a 30 or 120 night in-home trial period. This will give you time to "Feel it out." In the unfortunate event you're not completely comfortable & your mattress purchase falls within either the 30 or 120 night in-home trial periods (Dependent on the model you've purchased initially) we will, at your request, offer a full refund less a $150 pick up & disposal fee, OR we can exchange your mattress for another mattress of your choice at a price greater than or equal to your original mattress order. In the event the new mattress you select has a greater price than the mattress you ordered initially, you will need to pay the difference.

Q:Are these mattresses used?A: The Serta FactoryOutletStore as our name implies, work directly with the 14 Serta factories located through out the United States. All of our mattresses are made to order, brand new; factory fresh -- in the United States, by hard working Americans. We never sell or resell used or customer returned mattresses & bedding. All mattresses that are returned are broken down & recycled for their steel, destroyed & disposed of. The Serta FactoryOutletStore only sells brand new, premium quality, factory direct mattresses & bedding products. Risking our entire business to operate using illegal & shady practices will never be something the Serta FactoryOutletStore will ever do. We stand behind our products & our customers.

Q:How does the 'Model Name Finder' work?A: At the Serta FactoryOutletStore we try to be as transparent & upfront with our customers, as possible. Since the Serta FactoryOutletStore works with all 14 Serta factories located through out the United States we offer every model available, nationwide. There may at times be a mattress that is available in California that is also available in New York, however the name of the mattress can at times be different. This is done in the industry to track manufacturing performances within the factories themselves to gauge their level of output. What does this mean? It means as a customer, it's very difficult & sometimes confusing to locate the same mattress online, however, since we deliver to all U.S. continental states our model names are the same regardless of where you live. What we've done to make it easier for you, the customer, is put together a list of all the model names available across the country. Whether you're in Alabama or Oregon, we constantly update this list to include all the new names available. Using this exclusive list, we then offer a 'comparable' mattress. Understanding the specs and construction of these mattresses, we feel confident that the model name finder will not only save you money, but offer you similar if not exact comfort as the model you may have seen online, at a store or in a hotel, regardless of which state you reside in.

Q:How long does it take to receive the mattress?A: Your Mattress is Manufactured Brand New it takes the factory 4 Business days to create and 7-10 business days to be delivered to you.

Q:Will they call me before they deliver the mattress?A: Yes, the delivery agent will call you to confirm your mattress delivery, after you select the day, they will call you again to provide a 2-3 hour window, so you don’t have to wait all day. The delivery agent will never attempt to deliver your mattress until you confirm a delivery date & time for when they are in your area.

Q:Will they move my mattress to another room?A:
Yes, they can move your mattress to another room, up to a second floor, or they can take it outside or completely take it away on their truck with them. This is a free service included in your order.

Q:Will they take away the old mattress?A: Yes, they will take it on their truck and take it completely away. This is a free service included in your order.

Q:What if the mattress is damaged at time of delivery?A:
Do not accept the mattress & refuse delivery. Please make notes on the invoice, that the mattress is damaged. At this point, we can attempt a re-delivery.

Q:When can I expect delivery?A: Because your mattress is made to order, Brand New, Factory Fresh and you can confirm this when you receive your mattress when you look at the White Law Tag. The manufacturing date will be a date AFTER today. It takes 3 to 4 days to go through the factory process, then the factory ships it to the local delivery company in your area, who will then call you to ask you which day you want your delivery, and call you again the night before to provide a 2-3 hour window, so you won’t waste a day waiting for delivery, it’s been averaging around 7-10 business days. Pretty fast for a factory direct delivery, and why you save substantial amount of money from a retail store.

Q:Will the accessories be delivered with the bed?A: The mattress pads, pillows (accessories) will be shipped via UPS, and you will receive a tracking link via email, (these will usually show up before the mattresses). The mattress, box spring, and frame will be delivered separately through a delivery company.

Q:What is White Glove delivery service?A: White Glove delivery means that if you have a mattress that need to be moved to another bedroom or removed from your house we will do it at no extra charge and set up your new mattress for you as well.

Q:Does the Serta FactoryOutletStore offer special financing options?A:
Yes! We currently offer 2 options.
1) Bread Finance; simply click on the 'Pay Over Time With: Factory Financing' icon located near the top header of the website and follow the simple & easy steps.
Checking to see if you pre-qualify will NOT impact or affect your credit score.
2) We also offer PayPal. In your shopping cart there are multiple check out options using PayPal to either use PayPal Checkout or PayPal CREDIT, which is an application to apply for credit with No Interest if paid in full in 6 months (Same as cash).
Click on the icons and follow the simple & easy steps.
Both special financing options are subject to credit approval.

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